Page 11 - Telecom Reseller JunJul 2016

June/July 2016
Telecom Reseller 11
Enghouse Interactive
O ce365.
migration strategy roadmaps,” states
The Operator Console works within
Ernie Wallerstein, President of Enghouse
Makes Big Strides with Enghouse Interactive Communications Interactive - Americas. “Our solutions
Center (CC), an omni-channel contact support most leading telephony platforms
center platform. By combining the systems using their native architecture,
Operator Console product with allowing customers to pilot, prove and
Skype for Business
Communications Center, a business
migrate their contact center to Skype for
can unify queuing, routing, omni-
Business at their own pace.”
channel interaction management, and Enghouse Interactive provides its small,
comprehensive analytics for agents, medium and enterprise clientele with
operators and managers in a single the omni-channel contact center tools to
As a leading Microsoft Gold Partner, interface with SfB’s powerful uni ed platform. Now certi ed on Skype for elevate levels of service and care, while
Enghouse Interactive demonstrates a communications (UC) capabilities.
Business 2015 and natively integrated, the lowering costs and operating expenses.
“best-in-class” ability and commitment to Real time presence and calendar Operator Console and Communications Agent empowerment is the hallmark
meet Microsoft customers’ evolving needs. information, coupled with Active Directory Center ensure that each call remains in Enghouse Interactive’s portfolio. Each
The company has a strong track record of integration, provides e ective call
the Skype for Business environment every solution features user-friendly interfaces
helping systems integrators, value-added control, line usage, improved failover, and step of the way. This level of integration that empower operators, contact center
resellers and other channel partners bring empowers operators with the tools to eliminates the need to trunk in and out to a agents and supervisors to utilize inbound
Microsoft solutions to market, having identify, prioritize and route calls quickly third-party PBX.
and outbound interactions, coupled with
deployed more than 400 Skype for Business and professionally. Enghouse Interactive “A critical element in helping SMS, email, chat, video, IVR, Mobile IVR,
contact centers to banking, utility, public Operator Console for SfB also integrates organizations successfully adopt Skype quality management, contact recording
sector, retail and healthcare customers with Microsoft Dynamics CRM and
for Business is the ability to create
and real-time speech analytics. n
worldwide.
The emergence of service excellence has
newfound importance for US healthcare
providers. People in the US are now
consumers of healthcare services, not
victims of limited options available to
them, determined by where they live. They
are going to use the provider who o ers the
best care, with the best service, regardless
of location.
This is where telehealth solutions,
enabled by an Enghouse Interactive
contact center and Skype for Business,
can dramatically impact patient care. A
study by PWC Health Research Institute
shows: 72% of people between 18
and 44, and 43% of people over 45 are
willing to use telehealth services such
as video conferences for their care. On
the healthcare provider side, according
to the results of Managed Healthcare
Executive’s 2015 State of the Industry
Survey, reviewing the top 5 healthcare
provider challenges of 2016 states: 60%
of healthcare providers are expanding
their customer experience improvement
initiatives.
Healthcare payers, including CMS –
Medicare and Medicaid, have also caught
on where they are paying hospitals more
when patients stay healthier, have higher
patient satisfaction scores, and reduce
unscheduled readmissions.
Take for example, the use of Accountable
Care Organizations and Mandatory
Bundled Payments; improved coordination
of care from the contact center can result
in larger payouts to hospitals.
Many hospital systems are already
seeing tens of millions of dollars in
savings through these programs as
stated in Becker’s Hospital Review’s “100
Accountable Care Organizations to Know
– 2015.”
Enghouse Interactive o ers an extensive
range of solutions for Microsoft Skype
for Business, including Operator Console,
Contact Center, Quality Management,
Mobile IVR and Real-time Speech
Analytics, to help organizations improve
communications, productivity, and
e ciency. Utilizing UCMA and Trusted
Conferences to interoperate with Skype
for Business, Enghouse Interactive delivers
a user experience that extracts the
advantages of Uni ed Communications
into the contact center for improved
service that is scalable, extensible and
reliable.
The company works diligently with
Microsoft engineers through Microsoft’s
Technology Adoption Program (TAP), to
align its portfolio with Skype for Business
development and customer needs.
Fully integrated with Microsoft SfB,
Enghouse Interactive Operator Console
for SfB combines an intuitive call handling